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Setting Up the Contact Center Performance Table

The Contact Center Performance table stores information at a contact and representative grain. For example, if a call is handled by two representatives, there are two records for that contact in the Contact Center Performance table.

When setting up the Contact Center Performance table you must consider the following:

• The Abandoned Contact Count, Answered Contact Count, Hangup Contact Count, and Released Contact Count metrics are counts of contacts based on the Contact Status. The Contact Center Performance table is preconfigured to expect the Contact Status in the file_cntct_cntr_perf.csv file is to be at a Contact level. If you configure the Contact Status at the contact and representative level, you need to make sure that these aggregate metrics are defined at the contact and representative level in the appropriate workflows. You need to make any changes in the Select clause of the Source Qualifier SQL statement in the PLP_ContactCenterPerformanceRepHourAggregate_Load mapping. You also need to configure the metadata in the repository file. You need to change the definitions of these metrics in the Logical Table Source that maps to the W_CNTCT_CNTR_PERF_F fact table.
• Answered contacts are defined as the contacts whose status is not marked as ABANDONED. The Answered Contact Count metric is calculated as follows:

  COUNT(DISTINCT (CASE WHEN W_STATUS_D.W_STATUS_CODE != 'ABANDONED' THEN W_CNTCT_CNTR_PERF_F.CNTCT_NUM END)).

  You can choose not to count calls which are completed in the Interactive Voice Response (IVR) as an answered call. You can exclude these contacts from the Answered Contact Count by assigning them a different or new Contact Status.

• As contacts are associated with a representative, a Contact Representative Identifier needs to be provided for each fact record. The IVR can be modeled as a virtual representative and assigned a Contact Representative Identifier. Calls waiting in a general queue, and not assigned to a representative, also need to be given their own Contact Representative Identifier.
• The majority of the data for the Contact Center Performance table is sourced from the data in the file_acd_event.csv file. You must make sure that the source data is consistent across the file_acd_event.csv and file_cntct_cntr_perf.csv files.

To set up the Contact Center Performance table

1. Open the file_cntct_cntr_perf.csv file using Microsoft WordPad or Notepad in the $PMRootDir\SrcFiles folder.
2. Type in your data to load the Contact Center Performance table.
3. Save and close the file.